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September 2025 by S “Sue” G
My mom had a wonderful experience working with Susan Baxa and Gary Yu at the First Hawaiian Bank in Kapolei. They were both extremely patient and helpful, taking the time to answer all her questions and made sure she understood every step. They went above and beyond by helping her set up appointments and making the process smooth and stress-free. She highly recommends Susan and Gary for their professionalism, kindness, and excellent customer service.
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May 2025 by Phaeydra Sefo
Friday went into the Kapolei branch I have an autistic six year-old who had a hard time standing in line and started to have a meltdown so I let him sit on the chair which he couldn’t keep still all the staff, and there were awesome. They helped while I stood in line talked with him, got him paper and pens to color with. I’ve never had such a pleasant experience at any other bank and before we left, they even gave him activity paper and color crayons every single staff person even the manager were all super awesome and I’m so grateful!!!!! Thank you First Hawaiian Bank Kapolei
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January 2025 by Bridget Higgins
Horrible customer service. Kept me online waiting and refused to transfer me to a manager. I’m still trying to get my money and they hung up on me. Do not bank here, you will be sorry.
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August 2024 by Jomar Rarican
this customer service named kris/chris 'female' came to me aggressive i've been waiting for almost an hour to fix my apple wallet issue,this lady sounds not approaching and agressive,she asked my card number and i was about to tell her and she just hang up on me, i hope this wont happen to any member of first hawaiian bank.
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May 2024 by Micah Grafsgaard
Worst bank in Hawaii. I closed my bank account around 6 months ago because these guys are so bad and I refuse to bank with them. Now today I find out that they assessed a $35 fee to me and I only found out by checking my credit score. My score will likely be going down now because I had no idea of the fee and it is reported as 1 month late on my credit score. I don't know how they are able to assess a fee after I've closed my account, but it seems that didn't stop these lunatics... Save yourself the headache and just bank somewhere else.
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January 2024 by Melvin L
Walk past long drugs to find the branch. The map point to Safeway location but it is actually beside long drugs. Look for long drugs and it is beside the pharmacy :)
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December 2023 by Lisa Marie Souza
Merry Christmas and a Happy New Year!!! Wonderful Warm Environment!
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September 2023 by Tawni Ann
Came in on 9/9/23, very long line but that’s not what I’m complaining about. There’s this bank teller lady named SHIRLEY (with curly hair & glasses) that’s incompetent with her job, seems like she doesn’t know what she’s doing or even talking about? She’s explaining to me about my account & she just doesn’t make sense at all, she was either stuttering or hesitant of what to say. She needs better training.
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August 2023 by Michael H.
Overall 1-1/2 stars, for good reasons.Bad customer service from the tellers, 75% of them are just rude. Calling wait time is always 30 minutes plus. No 24 hours customer service. On the weekends, contacting customer service is closed. Their website and mobile app is lackluster. They don't value that you bank with them. When late on payments, they hound you and they are very unprofessional. First Hawaiian Bank needs give new and improved form, structure, focusing more on better customer service. Without the customers, FHB employees wouldn't have jobs. Think about it.
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June 2023 by Daniella Castro
VERY BAD SERVICE TODAY!!! Shame on the manager for not having the basic knowledge of CUSTOMER SERVICE!My daughter just graduated High school. Just started working, Just got her Drivers permit which everyone knows it comes in paper and the hard copy takes forever to come in.We had her SSC, BC AND her student ID!Like what else do you want? Blood???????Poor policies for innocent young people trying to start their life!Not everyone is out to get YOU, SOME OF US ARE REALLY OUT HERE TO SURVIVE! STOP TREATING EVERYONE LIKE A CRIMINAL WERE THE VICTIM THIS TIME, NOT YOU FIRST HAWAIIAN BANK!!!!!! SHAME ON YOU, TREATING OUR NEXT GENERATION LIKE THIS!!!!! THIER WORKING FOR SUPPORT OUR FUTURE!!!!!!!IM SUPER DISAPPOINTED IN ALL AGENCIES LIKE THIS!!!!!!
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May 2023 by Kevin W.
FHB Kapolei Branch. Located next to Longs and McDonald's. Very clean and spacious. They offer a multitude of options to help you with your business, personal finances, and real estate. The associates on the platform are very knowledgeable as are their front line tellers. The main reason for the low or average ratings was that we needed to make an appointment for notary services. We were promised a call back but never received one In person service is above average. Phone or online is below average.
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April 2023 by John Verna
No help and very poor customer service. On March 9 I was referred by the Ewa beach branch to call the kapolei branch in order to get a document notarized, I called and when tried to make a appointment. The automated system said that there was a 22 minute wait time, so I drove to the branch while I waited on hold I walked into the kapolei branch and there were 2 employees at desk, I signed in and was greeted a few minutes later . My call is still on hold and was kinda wondering why employees sitting there doing nothing, do not answer the phone?The employee told me I had to make a appointment to get my document notarized, and first available was in 10 days. I asked who actually did the service and the employee pointed to the other employee doing nothing. I asked if they could do it now and they said they had appointments booked, but no one was there. I was not happy that they did not do a better job and provide me service, the notary process only takes a few minutes and the lazy woman , I believe named Susan did not want to help. I am very disappointed with this branch and hope that the branch manager sees this and talks to there lazy employees.Poor service to a customer with 2 business accounts and 4 personnel accounts.Maybe time to change banks ?
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March 2023 by Daniel P.
WARNING Predatory overdraft practices. They do not process payments in a chronological order. Even if those debits were made, and recognized a week prior, they will make an adjustment to process them after the accidental overdraft. My mortgage payment caused a rare overdraft, but all of the prior week's debits were moved to be process after the large mortgage payment causing nearly $300 in total fees. I hope this serves as a warning. Imagine what other predatory practices they implement with large business accounts. don't let this happen to you or your loved ones.
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February 2023 by johvannah t.
Just wanted to give credit when it's due. Huge Mahalo to ANUHEA PU'U for the turn around experience. She is Aloha !she made our banking EASY BREZZY ! I cannot express enough the gratitude me & my fiancé have for you. You literally made everything so easy for us when we visited. Mahalo Anu for all that you've done to help us with our visit we appreciate you !
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October 2022 by Unvraska Buschka
I was ecstatic when I got to waste my time since google maps says the branch is located in Safeway??
